Genesys Cloud - Main

Hello, good afternoon.

I hope you are doing well. I have a case where an ACD call reaches a user who answers it, and everything proceeds normally until a transfer is made. Upon performing the transfer, as shown, the call alerts two agents almost simultaneously:

"And seconds later, it alerts the next agent:

I have been investigating whether there was an internal call between them that might have triggered the simultaneous alert. I also confirmed that the user did answer, and the 'No Answer' status is not being displayed. I noticed that the 'CM-otros' queue has an 'In-Queue' flow assigned, but it doesn't transfer to other queues; it only plays hold music.

Has anyone else experienced this?

Best regards,

Hello, I have found the reason why this scenario is occurring. Thank you very much.

Best regards,

Hello, good afternoon.

I hope you are doing well. I have a case where an ACD call reaches a user who answers it, and everything proceeds normally until a transfer is made. Upon performing the transfer, as shown, the call alerts two agents almost simultaneously:

"And seconds later, it alerts the next agent:

I have been investigating whether there was an internal call between them that might have triggered the simultaneous alert. I also confirmed that the user did answer, and the 'No Answer' status is not being displayed. I noticed that the 'CM-otros' queue has an 'In-Queue' flow assigned, but it doesn't transfer to other queues; it only plays hold music.

Has anyone else experienced this?

Best regards,